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Do you proud? Yeah right - yet another broadband switch disaster

Newbie
Posts: 4
Registered: 2 weeks ago

Do you proud? Yeah right - yet another broadband switch disaster

I'm currently a John Lewis broadband customer - which in reality is Plusnet.

I signed up to move to Plusnet on the 13/11/20

Activation was set for 27/11/20

My contract with John Lewis was to end on the 24/11/20 and jumps in price so all nicely timed I thought.

Plusnet order tracker has been stuck at: 

We've found a potential problem on your telephone line. We'll look into this and will be in contact with you shortly.

I've made my first Plusnet payment, despite the order tracker saying that shouldn't have happened.

On the 25/11/20 a support ticket was opened by Plusnet to say activation has been moved to 10/12/20

And that is it.

Nothing since 25/11/20, no activation on 10/12/20 and it's now 10/1/21

"Switching is easy"

"Our team win awards for how helpful they are"

and as for "We'll do you proud" what a joke.

I added a comment to the support ticket on 13/12/20 but no response - I mean why bother, when you can just treat the customer with contempt?

I'm now paying off contract pricing with John Lewis broadband, Plusnet have taken a payment for precisely nothing and it's now a month since the delayed activation was supposed to happen.

Do you think this is all because I am basically not actually moving provider - it's all Plusnet underneath so computer says no.

8 REPLIES 8
Moderator
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Re: Do you proud? Yeah right - yet another broadband switch disaster


Moderators Note


This topic has been moved from ADSL Broadband to My Order

Customer / Moderator
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If it fixed it click 'This fixed my problem'
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Posts: 1,322
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Registered: ‎07-07-2009

Re: Do you proud? Yeah right - yet another broadband switch disaster

@jv1  It is unbelievable that a switch to basically the same supplier causes so many problems, but there are many examples on this forum. Their systems just don't seem to be able to deal with it. In the present lockdown situation there is very little staff support on the forum so I would suggest raising a formal complaint.

https://www.plus.net/help/legal/complaints-code-of-practice/ 

It may take a few days to get picked up but that is better than waiting for a response on the forum. It shouldn't take 2 months to switch.😖

 

 

Newbie
Posts: 4
Registered: 2 weeks ago

Re: Do you proud? Yeah right - yet another broadband switch disaster

Thanks for the reply @RealAleMadrid 

Just depressing that a tech company can do the basics so badly.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Do you proud? Yeah right - yet another broadband switch disaster

Thanks for your post @jv1 

I'm really sorry for the delay with progressing your order. I've now ordered your router you should receive within the next 3 to 5 working days. If you can post back once you've got it, we'll be happy to complete the transfer for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Newbie
Posts: 4
Registered: 2 weeks ago

Re: Do you proud? Yeah right - yet another broadband switch disaster

Thanks for the update @Gandalf 

I now have messages to say my phone line has transferred. 

I will be using my own router so please go ahead and transfer the broadband as well, no need to wait any longer.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Do you proud? Yeah right - yet another broadband switch disaster

Thanks for getting back to me @jv1 

I've now completed the transfer. Let us know if there's anything else you'd need help with. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Newbie
Posts: 4
Registered: 2 weeks ago

Re: Do you proud? Yeah right - yet another broadband switch disaster

Broadband has now transferred as well so thanks for fixing this @Gandalf 

It's a shame it took me ranting on here to solve it rather than it just be processed correctly but heh ho. Now to see if the pre-paid credit card promo and topcashback amount go through....

Community Veteran
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Re: Do you proud? Yeah right - yet another broadband switch disaster

You will not getsomething from TCB and PN. It will be one or the other.